Enter any sequence of alphanumeric or special characters in the search field. The list updates as you enter the search argument.

Default value: Blank
Minimum characters: 0, Maximum characters: Unlimited

Sets of keywords or phrases defined in Speech Analytics projects. Deleted categories are not available. You can only see categories published in Speech Analytics and assigned to your groups and roles in Assignment Manager Interactions application that allows administrators to define user access permissions and scope of the Interactions and Analytics applications..

Default value: None

An indication whether the Speech Analytics application detected “emotions” in the interactions. Emotions is a Speech Analytics category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions.. If you select a category and Emotions, the search only returns interactions that contain both emotions and are associated with the selected category.

Default value: Cleared

An indication of the score that an interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. received for the category to which it is assigned. The ranking Rating of a specific interaction in the search results in Speech Analytics, which is determined by the number of instances of the search term within the interaction, and the interaction’s individual score. conveys the quality of the transcription Process in Speech Analytics of converting audio files of the recorded agent-customer conversation to text. and the relevance of the interaction. The default is to search according to interactions that scored a perfect confidence level.

Default value: None